Formal complaint, total dissatisfaction with customer service

I am writing to complain and express my utmost dissatisfaction with Best Buy customer service as a whole (both in store and especially 1 800 best buy). My wife and I purchased an LG fridge two years ago with a 5 year geek squad plan. On Dec 16th, 2018 (my daughter’s birthday) the fridge stopped working and I called Geek squad to schedule an appointment. They were able to schedule an appointment on Dec 18th, (my birthday) where it was determined that a new control board would be ordered as an initial method to solve the issue, as they were not sure if the new control board would resolve it, but was the first thing to try. If this did not work then the service rep indicated they would replace the fridge. The part was mailed to our address and was delivered on dec 20th and on the 21st (Friday) a technician came to install the part. When he arrived it was determined that the wrong part was ordered and they would have to order the part again. I called the service manager, Henry, who told me the earliest the part would be able to arrive was the 26th given the weekend and Christmas. This would now be over a week of us not having our fridge, making things very complicated for a family with three children under 5 years of age. This also forced us to cancel our family Christmas get together at our house, as well as our birthday celebrations. My wife and I were very frustrated at this point as we have had to purchase a new smaller fridge, basically go get groceries every day since not all items fit in the smaller fridge, and for myself I had to take two half days off work for service appointments. With my frustration I called geek squad on the 22nd to express my frustration with the whole situation and was told by the rep that after our fridge issue was resolved I would be able to call back to discuss compensation. Well we are now going on almost two weeks of going to the grocery store everyday to get our food, which is difficult to do with little kids. Not to mention there goes us hosting anything Christmas at our house as we had planned. The 26th comes and no new part has arrived at our house, the 27th and still no part at our house. On Friday the 28th I call Henry again, Henry checks the tracking and tells me the part was delivered on the 27th. My wife and I check with our neighbors to see if it was accidently delivered to their address and it was not. I notify Henry of the issue and he tells me that he will call corporate to discuss a replacement of our fridge. Later that day Henry texts me a verification code and tells me I need to go into a best buy to order a new fridge or check if they have my same one for replacement. At this point my wife and I had to find child care and head over to Best Buy in San Carlos, CA. I was again pushed to my limits of frustration as we are still with out a fridge, and approaching two weeks of not having one, and now we have to go into best buy and take more time away from our kids and schedule to address the issue. When I was at the store I spoke with an employee (Irwin in appliances) who I will admit was the only beacon of hope for Best Buy customer service. Fortunately the best buy still had our LG fridge, thank god, because if they did not we would have to come out of pocket to pay the difference on a new fridge as we paid a significantly discounted price for our fridge (1500, no way we are getting a French door fridge for that price now). However, Irwin indicated the fridge would not be able to arrive until the 2nd of January, well beyond two weeks of the initial problem, and now we are also missing out on hosting new years at our house. Ultimate frustration. While in store I asked to speak with a store manager, and every single person was giving me the run around, “oh Vanessa is with a customer, oh Vanessa is in a meeting and would be available until 3”. At this point I realized not even actual physical human beings were able to help. I left the store and went to my car where I got on the phone with best buy customer service. Little did I know it would be well over an hour of being transferred between best buy and geek squad agents, explaining my story over and over, “oh sir we took notes, your case will be flagged”, “ what is the issue sir”. No one seemed to want to help, I had to beg to speak with managers, and when I was finally transferred to one, some how some way, the line was disconnected (4 times). I finally called the San Carlos store to speak with Vanessa, I was able to speak with her and explain the whole situation. She was able to offer me $200 back on my best buy account, which was thoughtful and I accepted. However, I then asked her about the warranty on the new fridge and my 5 year geek squad plan, at which point she informed me the plan was over because an exchange had been fulfilled, and If I wanted a new plan it would be for three years at $280. So basically I was compensated $200 to use toward a new warranty. Thank you best buy, you win, you win, bravo.

To summarize my points 1. All our food was lost, all the frozen breast milk was lost. Yes $200 food spoilage reimbursement will help but does not cover the whole cost. We have also had to eat out more then usual which is not easy to do with 3 little ones (before we bought the small fridge). My wife spent numerous time and energy pumping milk for our baby. Breast milk is priceless and CAN NOT be bought. 2. I work at a school and have a two week holiday break, which has been spent on the phone with best buy, geek squad, and the service dispatch arguing over something that I should not be responsible for. I have lost two birthdays, Christmas and now new years at our house, not to mention time I should be spending with my family as oppose to arguing with you. 3. We had to purchase a smaller fridge in the mean time, it is small to we are limited to food for the day, which means we drive to get groceries every day. 4. I have had to take time off work and pay for child care to deal with this issue. 5. Your phone customer service is horrible and in store service is horrible, no one wants to help resolve the issue, but everyone is eager to help close a sale. Being transferred back and forth between agents is not good customer service, what is the point of your notes, I was asked to explain the situation over and over again. 6. We have lost our 5 year plan because you replaced our fridge, but the fridge was never even fixed to begin with because the correct part never came to even attempt to repair, so now yes we get a new fridge which is great but we lose the warranty. This is completely unfair and was not explained to us until after the new fridge was ordered. 7. Best Buy has been of no help or even emphasizing with our situation. It will be well over two weeks of us not having a fridge, and having to come out of pocket to accommodate the situation. I have found this community forum which was hard to find as well, but home an actual caring and understanding human being from Best Buy may actually read this and act upon my concerns.

Re: Formal complaint, total dissatisfaction with customer service

Thank you for taking the time out of your busy holiday season to register with the Best Buy forums to share your most recent warranty repair. I could only imagine everything you’ve endured and I want to apologize for the loss of time, energy, and goods that cannot be replaced easily over your break. All of the moderators on these forums work out of the Corporate Headquarters in Richfield, MN, and we appreciate your feedback!

That said, the Terms and Conditions can be found online for all of our Geek Squad Protection plans, and I would be unable to author a new response than what has already been provided by our other support teams. The email that was provided at registration allowed me to locate a couple cases that have been opened up on your behalf, and I would be unable to offer a different resolution that what has already been presented, but once a plan has been fulfilled, a new one would need to be purchased to protect the new product.

Now that you’ve joined the community, always feel welcome to write back if we can ever help out with anything else!

Respectfully,

JJ|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!

Re: Formal complaint, total dissatisfaction with customer service

so basically corporate could care less about the situation. You too are not hearing me out. The issue is not 'warranty' it was the whole experience and you as a company failed to keep the customer satifsied. dont direct me to the terms and conidtons, I could have done that myself. You made a customer experience a miserable holiday season and you guys could care less becasue at the end of the day it is about your bottom line, not the customer. If a 200 spoiled food reimbursment and 200 credit to my account is deemed a resolution than that is pathetic. Amazon doesn't have to put you guys out of business, your customer service will do it on its own.

Re: Formal complaint, total dissatisfaction with customer service

Welcome back to the Best Buy forums! The resolution that was reached before we spoke was the solution that was offered. Realizing it was not what you were wanting, I'll cross my fingers there will be a time in the near future where you walk back through our doors with the confidence you once had!

Never hesitate to write back!

JJ|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!